JOB TITLE: Customer Success Manager

DEPARTMENT: Customer Success

REPORTS TO: Senior Manager, Customer Success

JOB STATUS: Full Time (Salary & Variable Pay)

LOCATION: Onsite (PEI) or Remote (Canada)

About Kindsight:

Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

Position Summary:

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base. They are primarily responsible for supporting our customers in achieving value by understanding their needs and objectives, building strong relationships and delivering an outstanding experience. Our CSMs monitor customer adoption, analyze data to identify trends and insights, and provide strategic guidance to help customers achieve their desired outcomes. Ultimately, Customer Success Managers are dedicated to maximizing the value that customers derive from the company's products or services, driving long-term success for both the customers and the company.

What You'll Do:

• Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company.

• Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission

• Onboard new customers smoothly, ensuring they have a seamless transition to our products.

• Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products

• Maintain a regular cadence of communicating with customers to provide expert coaching to customers to enable them to maximize the value they derive from our products

• Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth.

• Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention.

• Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
• Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references.

• Marshall resources across the iWave teams as needed to support customers' needs

• Represent the voice of the customer to better inform our sales process and product roadmap

• Some travel to conferences and customer sites may be required

What We're Looking For:

• Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience).

• 3+ years in Customer Success, Relationship Management, Account Management in a SaaS environment

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.

• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges.

• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions.

• Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously.

• Proven success in driving customer retention and expansion

• Familiarity with Salesforce, Gainsight, MS Office and Google Suite

• Passion for delivering exceptional customer experiences and driving long-term customer success.

• Experience working with and a passion for non-profit organizations

• Empathetic, positive attitude with a desire to help our customers reach their goals

• Results-driven mentality, with a bias for speed and action

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